Telephone Banker (0n-site) Inbound Call Center - Bilingual (Spanish/English) (ACS) - 1st and 2nd shift

About the role

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We drive Responsible Growth and deliver for our clients, teammates, communities, and shareholders every day. This role is responsible for connecting clients with the breadth of solutions the bank offers to help achieve financial goals. You will balance service requests and sales opportunities, provide subject matter expertise on financial solutions, ask clients probing questions to understand their life and financial goals, and pair new solutions and services to meet client needs.

Responsibilities

• Works with clients to build and deepen relationships by uncovering financial needs and recommending the best products, services, and solutions to meet those needs
• Responds to customer inquiries and concerns, creating customized solutions
• Sells and fulfills banking products including checking and savings accounts, credit cards, Certificate of Deposits (CDs), Individual Retirement Accounts (IRAs), and loans
• Identifies client needs for licensed sales functions, making referrals to Line of Business partners
• Quotes rates, terms, and programs for banking solutions
• Manages risk in every business, product, and service transaction leveraging available tools

Requirements

• Displays passion, commitment, and drive to deliver an experience that improves our clients’ financial lives
• Fluent in Spanish and English (speak, write, and read)
• Commitment to teamwork and the flexibility to work the schedule, including weekends and holidays
• Ability to engage with clients and seek to understand their needs while actively sharing options using plain language, building rapport, and handling objections
• Comfortable receiving ongoing performance feedback and coaching
• Comfortable with ongoing change and learning new technology/processes
• Minimum of an intermediate level of proficiency with computers
• Self-motivated with excellent organizational skills
• Strong decision-making and problem-solving skills

Qualifications

• High School Diploma / GED / Secondary School or equivalent

Desired Qualifications

• Experience in Sales (upsell/cross-sell)
• Experience in the banking/financial industry
• Experience in Retail or Hospitality
• Experience working in a call center

Skills

• Attention to Detail
• Client Solutions Advisory
• Customer and Client Focus
• Interpret Relevant Laws, Rules, and Regulations
• Adaptability
• Client Experience Branding
• Customer Service Management
• Issue Management
• Problem Solving
• Active Listening
• Business Development
• Consulting
• Referral Identification
• Research

Schedule

1st and 2nd shifts available. 1st shift (United States of America), 40 hours per week.